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Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365

Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365

Title:Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365 (ID: ERB0918)
Author(s):Constance Leimomi Ford (Indiana University), Jan R. Holloway (Indiana University) and Sue B. Workman (Indiana University)
Topics:24x7 Support, CRM, Customer Service, Distributed Support, Help Desk, performance metrics, Presidents and Senior Executives, Support Services
Origin:Research Bulletins, ECAR (09/08/2009)
Type:Articles, Papers, and Reports
Abstract:

This ECAR research bulletin discusses the decision by the information technology organization at Indiana University (IU) to form an IT team dedicated to VIP support. It reviews the challenges of establishing the team without significant capital investment, and the principle of leverage that made it possible. IU’s decisions along the way suggest some strategies other universities might consider in supporting constituent groups.

Citation for this work: Ford, Constance (Momi) L., Jan R. Holloway, and Sue B. Workman. “Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365” (Research Bulletin, Issue 18). Boulder, CO: EDUCAUSE Center for Applied Research, 2009, available from http://www.educause.edu/ecar.

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